Summary
Overview
Work History
Education
Skills
Timeline
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TERI NICHOLS

Las Vegas,NV

Summary

Dynamic collections professional with extensive call center experience at SP & ASSOCIATES, Conflict resolution. Proven ability to enhance customer satisfaction through active listening and effective decision-making, consistently achieving goals while maintaining a calm demeanor in high-pressure situations. Committed to fostering positive client relationships and resolving complex issues efficiently.

Overview

33
33
years of professional experience

Work History

Collections Agent

SP & ASSOCIATES
04.2023 - Current
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Increased productivity levels through efficient time management and prioritization of daily tasks.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Special Education Paraprofessional

LAUSD School Board District
09.1992 - 08.2016
  • Developed strong rapport with students by demonstrating empathy, patience, and understanding during daily interactions both inside and outside the classroom setting.
  • Managed challenging behaviors using de-escalation techniques to maintain a safe and productive learning environment for all students involved.
  • Assisted in the implementation of effective behavior management techniques, resulting in a more focused and positive classroom environment.
  • Monitored student classroom and outdoors activities to promote student safety.
  • Interacted physically and verbally with students throughout each day.

Call Center Representative

LEGACY LONG DISTANCE
05.2009 - 10.2014
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Education

Human Services

University of Phoenix
Tempe, AZ

Skills

  • Payment arrangement
  • Skip tracing
  • Invoice tracking and resolution
  • Account management
  • Goal orientation
  • Collections regulatory guidelines
  • Outbound calling
  • Decision-making
  • Call center experience
  • Customer research
  • Sales experience
  • Conflict resolution techniques
  • Following conversation scripts
  • Active listening

Timeline

Collections Agent

SP & ASSOCIATES
04.2023 - Current

Call Center Representative

LEGACY LONG DISTANCE
05.2009 - 10.2014

Special Education Paraprofessional

LAUSD School Board District
09.1992 - 08.2016

Human Services

University of Phoenix

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